L1/L2 IT Support Specialist - #34253

As an L1/L2 IT Support Specialist, you are essential in providing comprehensive technical support and assistance to both internal users and external clients. This role requires a robust understanding of IT systems and software, with a focus on efficiently resolving technical issues while maintaining high user satisfaction. You will manage support processes and adhere to IT best practices, ensuring alignment with our business goals and user needs.

Company Profile

Our client is a France based company and the leading independent European financial services company that specialises in Research, Execution, Fixed Income and Credit, Structured Solutions, Corporate Finance and Asset Management.

Due to their continued success, they are looking to expand their team in the Philippines and seeking a passionate, skillful, self-motivated, and collaborative IT Support Specialist to join their team.

This is an incredible career opportunity for someone seeking growth and skill enhancement through exposure to a highly diversified and collaborative team.

Duties and Responsibilities:

Technical Support and Troubleshooting

• Provide first and second-level support for IT-related issues, particularly in Windows environments, including hardware, software, network, and other technical challenges

• Employ strong technical skills to diagnose and resolve issues effectively, ensuring minimal disruption to users

M365 / MS Exchange Administration and Azure Exposure

• Administer Microsoft 365 and MS Exchange environments, handling configurations, and troubleshooting

• Exposure to Azure, contributing to cloud services management and support

Use of IT Service Management Tools and Ticketing Systems

• Utilise IT service management tools and ticketing systems for tracking and resolving user requests efficiently.

• Maintain detailed records of user interactions, issues, and resolutions

Exceptional Communication and Customer Service

• Provide excellent customer service, with a focus on clear, concise, and empathetic communication with users

• Guide users through problem-solving processes, ensuring a positive and supportive interaction

Proactive and Self-Driven Approach

• Display a proactive attitude in identifying and tackling IT challenges head-on

• Continuously seek opportunities to improve IT services and user experiences

Training and User Education

• Conduct training sessions and create educational materials for users on new systems and software, including Microsoft 365 and Windows

• Develop user guides and FAQs to assist users in resolving common issues independently

Continuous Improvement and Innovation

• Regularly seek ways to enhance the IT support process and user satisfaction

• Stay informed about the latest trends and best practices in IT support and technology

Security and Compliance

• Ensure adherence to IT security policies and maintain vigilance over system security

• Assist in the implementation of security measures to protect company data and infrastructure

Requirements

Must-have Skills / Qualification:

• At least 2 years of experience in IT Support

• Relevant experience in Finance/Trading industry

• Extensive practical experience in providing technical support in Windows environments, including troubleshooting hardware, software, and network issues.

• Proficiency in administering Microsoft 365 and MS Exchange environments, with exposure to Azure cloud services. Familiarity with various IT service management tools and ticketing systems for efficient resolution of support requests

• Proven track record in managing the full lifecycle of IT support, from initial user contact and problem diagnosis through to resolution, follow-up, and documentation. This includes experience in effectively handling both remote and in-person support requests, ensuring timely and effective solutions to technical problems

• Demonstrated ability to collaborate with various IT teams, including network administrators, software developers, and security specialists, to resolve complex technical issues

• Experience in working closely with users and stakeholders to understand their IT needs and deliver appropriate support

• Excellent customer service skills, with the ability to communicate complex technical information in an understandable way to non-technical users.

• Strong interpersonal skills to build and maintain effective relationships with users and team members

Nice-to-have / Advantageous Skills:

• Bachelor’s Degree in Information Technology, Science, Engineering or related

• Practical experience in maintaining clear and concise documentation of IT processes, support incidents, and resolutions

• Familiarity with version control systems and standard IT documentation practices, ensuring a well-organised and accessible repository of support knowledge and resources